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 Prepaid Support
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 Support Contract
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4 Hours |
8 Hours |
Basic |
Professional |
Enterprise |
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Best Value
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Guaranteed
proactive
Support |
Support
with a strict
Service Level
Agreement |
24/7 Support |
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What are the service fees? *
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$ 320 $ 275
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$ 640 $ 420
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$ 485 / month
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$ 650 / month
|
$ 800 / month
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Total Savings |
$ 45 |
$ 220 |
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| How many hours are included? |
4 hours |
8 hours |
4 hours / month |
4 hours / month |
4 hours / month |
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| How many support credits/points do I get? |
2 points / hour |
2 points / hour |
2 points / hour |
2 points / hour |
2 points / hour |
| What is the value of 1 support credit/point? |
30 minutes |
30 minutes |
30 minutes |
30 minutes |
30 minutes |
| What is the total amount of support credits/point? |
8 points |
16 points |
8 points / month |
8 points / month |
8 points / month |
| Is the billable time per minute (time-and-material based)? |
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| How many support tickets can I submit? |
Up to 4 hours |
Up to 8 hours |
Unlimited |
Unlimited |
Unlimited |
| Can I check the support balance online? |
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| Do you alert me when a request will take more than 4 hours? |
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| How can I get additional Support? |
New Bundle |
New Bundle |
USD 80 / hour |
USD 80 / hour |
USD 80 / hour |
| When will extra time be invoiced? |
n.a. |
n.a. |
Monthly |
Monthly |
Monthly |
What other options do I have for additional support? |
Support Contract |
Support Contract |
Upgrade |
Upgrade |
Upgrade |
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| Which software is supported? |
Joomla
WordPress |
Joomla
WordPress |
Joomla
WordPress |
Joomla
WordPress |
Joomla
WordPress |
| What Support Channel is available? |
Web, email |
Web, email |
Web, email,
outbound phone |
Web, email,
outbound phone |
Web, email,
outbound phone |
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What kind of support can I get?
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| Installation of CMS and extensions |
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| Setup and configuration |
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| Troubleshooting and bugfixing |
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| Upgrades of CMS and extensions |
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| Customization |
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| Best practice advice on hosting |
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| Best practice advice on site and content structure |
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| Template creation and modification, including CSS |
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| Security advice and improvents |
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| SEO advice and improvements |
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| Help with content management, text and images |
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What are the Support Methods?
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| Online Helpdesk, 24/7/365 access |
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| Tutorial Videos |
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| Knowledgebase |
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| Screensharing |
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| Chat |
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| Outbound phone support |
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Who will submit or create a Support Ticket?
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| Do I need to create a Support Ticket for upgrades? |
Yes |
Yes |
No |
No |
No |
| Do I need to create a Support Ticket for security patches? |
Yes |
Yes |
No |
No |
No |
| Do I need to create a Support Ticket for bug fixes? |
Yes |
Yes |
No |
No |
No |
When will you execute upgrades or patches? |
Upon request |
Upon request |
Proactive |
Proactive |
Proactive |
| Can I reopen a ticket with the status "Closed"? |
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How many users can use the Online Helpdesk |
1 |
1 |
Multiple |
Multiple |
Multiple |
| How many CMSs will be supported |
Multiple |
Multiple |
1 per contract |
1 per contract |
1 per contract |
| What are the hours of coverage? |
5am - 5pm CET |
5am - 5pm CET |
5am - 5pm CET |
5am - 5pm CET |
5am - 5pm CET
24/7 for Priority 1 |
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What are the Initial Response Times for my requests?
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Priority 1: Critical |
2 Business Days |
2 Business Days |
1 Business Day |
4 Business Hours |
1 Hour, 24/7 |
Priority 2: High |
2 Business Days |
2 Business Days |
1 Business Day |
4 Business Hours |
4 Business Hours |
Priority 3: Medium |
2 Business Days |
2 Business Days |
1 Business Day |
1 Business Days |
1 Business Days |
Priority 4: Low |
2 Business Days |
2 Business Days |
1 Business Day |
1 Business Days |
1 Business Days |
| What if the Initial Response Time is not met? |
Full refund for time spent on Ticket |
Full refund for time spent on Ticket |
Full refund of the monthly fee |
Full refund of the monthly fee |
Full refund of the monthly fee |
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What Payment options do you offer?
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| PayPal (PayPal account not required) |
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| VISA |
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| MasterCard |
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| Banktransfer |
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| Cheque |
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| What is the billing cycle? |
Once per Bundle |
Once per Bundle |
Monthly recurring |
Monthly recurring |
Monthly recurring |
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What other terms are applicable?
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| For how long is my support credit valid? |
12 months |
12 months |
Monthly renewal |
Monthly renewal |
Monthly renewal |
| Can I upgrade for free? |
n.a. |
n.a. |
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|
n.a. |
| Can I downgrade for free? |
n.a. |
n.a. |
n.a. |
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| What is the minimum contract period? |
n.a. |
n.a. |
1 month |
1 month |
1 month |
| When can I end my contract? |
n.a. |
n.a. |
Anytime |
Anytime |
Anytime |
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| * all fees in USD |
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